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Conference Presentation

What Jurassic Park Can Teach Us About Getting PS Out of Fire-Fighting Mode

This report is for Professional Services members only

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Professional services leaders say the thing that is most standing in the way of success is fire-fighting mode – getting trapped in a cycle of reactive customer interventions with no time to plan ahead and prevent fires from happening. It can be a hard cycle to get out of.
 
In this session, we’ll look at a certain 90s blockbuster about dinosaurs on the rampage to see what it can tell us about how organizations get stuck in fire-fighting mode and what steps they need to take to better anticipate requirements and break out of it. We’ll examine the role predictability, prioritization, people, and process play in helping PS teams stay ahead of customer needs, scaling headcount and strategies in lockstep with the business so that PS can continue to drive customer satisfaction, referenceability, and advocacy as the customer base grows. Drawing upon the experience of growing and advising a wide variety of PS organizations, we will provide practical tips on how to pivot from reactive to proactive, enabling PS to avoid burnout, project delays, and customer escalations.
 
Tracks: Customer Success, Expand Selling , Managed Services, Professional Services, Service Revenue Generation, Support Services, Technology Solution Session

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Publish Date: December 10, 2020

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